Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative to join our vibrant team. This role requires a professional with excellent communication, problem-solving, and multitasking skills to deliver outstanding customer support through phone, email, and live chat channels. The ideal candidate demonstrates active listening and strong product knowledge to resolve inquiries efficiently and enhance customer satisfaction. The position involves managing a team of 50 customer service representatives, fostering a positive and collaborative environment that encourages accountability and professional growth. The successful candidate leads the team with effective coaching and performance management practices, using scheduling tools, workflow automation, and call center technology to improve operational efficiency. This role also involves continuous participation in quality assurance processes and driving improvements to align with BA Communication Services' strategic goals, ensuring exceptional service quality and team development.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, using active listening and conflict resolution methods to uphold high customer satisfaction standards.
Maintain precise and comprehensive records of customer interactions with customer relationship management and ticketing systems to enable efficient follow-up and issue resolution.
Lead and manage a team of 50 customer service representatives, building an inclusive and supportive workplace that promotes teamwork, accountability, and ongoing professional development.
Continuously enhance and update knowledge of company products and services to provide customers with accurate, personalized support.
Effectively handle multiple customer interactions simultaneously, prioritizing tasks to ensure timely and high-quality responses with great attention to detail.
Collaborate with internal teams to escalate and resolve complex issues, improving overall customer experience and operational workflows.
Conduct regular performance evaluations, offering constructive feedback and identifying opportunities for skill development and career growth among team members.
Design, implement, and deliver tailored training programs to build team competencies, reinforce company policies, and maintain excellent customer service standards.
Utilize call center technologies, workflow automation solutions, and scheduling software to optimize processes, reduce customer wait times, and streamline service delivery.
Engage actively in quality assurance and continuous improvement initiatives to enhance both individual and team performance, aligning with company objectives and customer satisfaction targets.